Customer Service Manager (ISP) at Alfred & Victoria Associates

Job Brief

• We are looking for an experienced Customer Service Manager who will drive excellence in customer service and promote this idea through the organization.
• Manage customer service agents and monitoring their performance.
• The goal is to keep the department running in an efficient manner to increase customer satisfaction, loyalty and retention and exceed customers expectation.

Responsibilities

• Improve customer service experience, create engaged customers and facilitate organic growth.
• Take ownership of customers issues and ensure problems are followed through to resolution
• Set clear goals and deploy strategies (procedures, policies and standards) that will be drive departments focus toward company's mission.
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
• Keep ahead of industry's development and apply best practices to areas of improvement.
• Control resources and utilize assets to achieve qualitative and quantitative targets in terms of retention numbers, average handling time, average wait times etc.
• Adhered to and manage the approved budget.
• Maintain an orderly work flow and team schedule.
• Anticipate and resolve customer service issues.
• Plans, monitors, appraises and review job contributions of team members.

Requirements

• B.Sc./BA in Business Administration, Mass Communications or relevant field. MBA will be highly desirable.
• A minimum of 5 years proven work experience as a customer service manager, retail manager.
• Strong client facing and communications skills.
• Excellent knowledge of management methods and technique.
• Proficiency in English. Another language will be an added advantage.
• Excellent in written and verbal communication skills.
• Ability to think strategically and to lead.
• Advanced troubleshooting, multi-tasking skills.
• Highly self-motivated.

Demand on the job:

• Candidates must have ISP experience!

Salary

• Very attractive.